Level 2 Technical Support Representative - Email Server Administration and Archival

Tangent Inc offers a Level 2 technical support role built around hands-on experience, deeper product ownership, and client care standards. You will work onsite from a beachfront office in Burlingame, CA, with a structured environment that supports training, mentoring, and growth across networking, security, software, and hardware. Compensation starts at $60,000+ per year for this full-time, day-shift position, with a comprehensive benefits package including health coverage, vision, dental, 100% company covered life insurance, and a 401K plan.

What you’ll do

As a Level 2 Technical Support Representative, you will provide phone, email, and live chat support with a focus on Tangent’s email archiving appliance. The work includes troubleshooting, documentation, and coordinating installations and training for customers.

• Handle inbound customer questions via phone, providing direct answers or escalating as needed, while maintaining communication with the customer until the ticket is resolved.
• Respond to email and website chat inquiries related to Tangent products and services.
• Schedule customer appointments for phone and web-based installations and training, using tools like GoToMeeting and Microsoft Teams.
• Log and track support requests in the Tangent CRM database.
• Prepare RMAs for non-functional equipment using the Tangent RMA database.
• Send return shipping labels to customers for repairs via UPS/Fedex.
• Collaborate with sales representatives by answering technical questions and supporting mango product demonstrations for new clients.
• Assist internal non-technical personnel with computer and software support when needed.
• Create and maintain troubleshooting and support documentation, including process and troubleshooting documentation.

Responsibilities include hands-on technical work

You will troubleshoot a range of issues across Windows and email environments, including documentation of observed behaviors and careful analysis when new issues arise.

Requirements

• Broad knowledge and experience with Windows-based computers across both hardware and software.
• Ability to perform basic installation of Windows 7 and Windows 10, install device drivers, and troubleshoot common problems such as lack of audio output, wireless connectivity issues, and systems shutting off randomly.
• Courteous, patient, and professional communication in email, Teams chat, and phone or face-to-face interactions.
• Fluent English; other languages are not required.
• Ability to lift up to 35 pounds for short periods.
• California Class C Driver’s License and ability to travel.
• Strong organization skills and an excellent memory to manage multiple projects or issues at the same time.
• Help desk ticket tracking software experience is useful (for example: ZenDesk, FreshDesk, ServiceNow, Zoho), but not required.
• Linux knowledge and experience is desirable but not required.
• Ability to diagnose network connectivity involving DNS, TCP/IP, LAN, VPN, and firewall configurations.
• Careful analysis and troubleshooting of new issues, with careful documentation of behaviors after actions are taken.
• A good working knowledge of the Scientific Hypothesis practice of analysis is preferred.
• Working knowledge of Microsoft Office and clear communication to explain findings and next steps.
• Provide technical support for Microsoft Windows Server, Windows, Linux, and macOS, including Active Directory management and computer management.

Tools and technologies you’ll work with

• GoToMeeting, Microsoft Teams
• Windows 7, Windows 10, Microsoft Windows Server
• Microsoft Exchange, Office 365 / Exchange Online
• Google Workspace / GSuite
• ZenDesk, FreshDesk, ServiceNow, Zoho
• Active Directory, DNS, TCP/IP, LAN, VPN, firewall configurations
• Microsoft Office, macOS, Linux

Work environment

• This is a Level 2 role with increased responsibility and client care standards.
• Onsite position at Burlingame headquarters; hybrid or remote work is not available within the first 18 months.
• Business casual or above dress code required.

Benefits

• Two weeks+ of paid vacation annually.
• Comprehensive benefits package including health, dental, and vision coverage.
• 100% company covered life insurance.
• 401K plan.
• Paid time off.
• Professional development assistance.
• Life insurance.

Schedule: Day Shift (Required)

Location: In person, Burlingame, CA 94010 (Required)